Social sources are monitored using Deloitte’s social monitoring services which allow for aggreating social feeds and using that data to best understand users sentiment — in the rare occasion that they have used social media outlets to speak about T-Mobile, related services or devices.

Data showed in other implementations of this technology it was underused. Social is popular, so this feature remained high-priority, even with minimal return.

Social sentiment

We aggregate data and parse it to create useful, articulate, and engaging data visualizations of user data, helping to guide CSRs best understand the customer, use habits, and potential opportunites for deeper engagement.

Customer Data Visualizations

Customer Touchpoints Timeline

I introduced a timeline module to visualize a customer’s engagement with T-Mobile. The customer history provides a easily digestible visual snapshot of a customers engagements with T-Mobile across marketing, service, billing, social, and other datapoints. Having this information readily available and understandable at a glance arms customer service representatives with a quick understanding of why the customer may be in contact. Has the customer contacted service an unusual amount in recent days? Or has T-Mobile billing sent many contact request in recent months, noting an issue with the customers account and service?

The Deloitte CTUX predicitive system provides service, device, accessory and other offers based on an aggregate of multiple customer-centric datapoints. I designed a system for action on these recommendations to easily make appropriate changes to customers’ accounts.

Homepage Hero: Customized Recommendations

Homepage

I aggregated the data collected during user testing of the low-fidelity prototype and used the resulting insights to develop a plan for revisions, additions, and the next stages of design, production, and engineering.

I recruited two members of the Deloitte Digital team for the Mid-Fidelity iteration of our CTUX vision. I led the team to take the original prototype and develop our visual language, interaction models, and vet engineering frameworks, data, and API contduits ensuring our ability to surface and parse available data into usable, actionble information and recommendations.

Homepage Hero: Recommended items (overlay)

Retail Service Representative (RSR) Mobile Device UX/UI: Home

Retail Service Representatives (RSRs) have different intents, enviornments, and restrictions than their counterparts in call centers. This required me to make changes to the original designs to surface different information, integrate mobile-friendly interaction models and visual design.

Project Extension:National Customer Service Trends and Health

I aggregated the data I collected during user testing of the low-fidelity prototpye and used the resulting insights to develop a plan for revisions, additions, and the next stages of design, production, and engineering.

I recruited two members of the Deloitte Digital team for the Mid-Fidelity iteration of our CTUX vision. I created a set of working HTML5 + CSS3 + Javascript templates, as well as styleguides to lead the team to take my prototypes and templates to create discrete assets and functional, distributed HTML code, ready for release.

Mid-Fidelity Protoype

Summary

The T-Mobile Sales and Service Customer Touch User Experience project was released to end-users in the field for beta testing in preparations for a final sprint to accommodate changes and repairs necessary to get reliable metrics for continued development.

As CTUX moved into production, I rolled of this project for a new engagement. No additional metrics for the CTUX project are available.